Was this page useful?

*Required Field

SJHH / Dovetale/ MyDovetale/ Virtual Care

Virtual Care

What’s New?

As of November 2nd, 2023, St. Joe’s completed a number of updates to MyDovetale and Video Visits to continue improving and growing the functionality available. To learn more, click on the link below.

About Virtual Care

Virtual Care is a broad term that encompasses the ways in which healthcare providers remotely interact with their patients. Virtual care is a method of care that allows patients to synchronously and/or asynchronously interact and communicate with their healthcare providers using the following methods: telephone, video, or secure messaging.

St. Joe’s offers virtual care to ensure we continue to care for our patients safely and effectively. This means that we will be using audio-video technologies for some patient visits, rather than asking you to visit your clinic in person. Please note that not all visits are suited for virtual care, and your Care Team will determine whether this mode of care is appropriate for your and your care journey.

Types of Virtual Care

	Telephone Visits	A visit that is conducted between a patient, a family member, and/or caregiver, with their provider, over the telephone. The appointment is typically scheduled in advance and the provider will call the patient at the time of the visit or within a specified timeframe, as communicated to the patient by the clinic.
	Video Visits	A visit that is conducted using an online video platform (e.g. Zoom). Video Visits can be conducted one-on-one between a patient and their provider, and they can include family members and/or caregivers. This visit type can also be used for group sessions with multiple patients and/or multiple providers. The appointment is typically scheduled in advance and the patient can join the Video Visit using a provided link.
	Secure Messaging	Non-urgent messages that are exchanged between a patient and a member of their Care Team through the St. Joe’s patient portal, MyDovetale. Secure messaging can be initiated by the patient or by the Care Team member. St. Joe’s Care Team members will make every effort to send a response within three (3) business days. If a patient does not receive a response within three (3) business days, they are encouraged to call their clinic for follow-up, as needed.

Virtual Care at St. Joe’s

A Care Team member may offer you a virtual visit if it is appropriate for the appointment to be conducted over the telephone or video. The type of appointment scheduled may depend on, but is not limited to, the following considerations:

Does the patient require a physical assessment (i.e. listening for heart sounds or looking inside the ears)?
Does the patient need a procedure completed at St. Joe’s?
Does the patient have a good internet connection or telephone service to conduct the virtual visit?
Does the patient have access to a computer, tablet, or smartphone to conduct the virtual visit?

For telephone visits, the St. Joe’s Care Team will call the patient at the time of visit or within a specified timeframe using the phone number documented in the patient’s chart. Telephone visits can enable patients to access care where and when they need it, minimizing the time spent travelling to and from visits and providing better support for patients living with chronic disease.

For video visits, the St. Joe’s Care Team can launch the appointment using one of three methods. In the appointment confirmation email received (if you have an email address on file), after your appointment is scheduled, the appointment type will indicate the method you will use to launch your appointment. Please refer to the below table for more information on the three methods of launching a video visit.

Video Visit Type	Scenario	How to Launch the Video Link
MyDovetale Video Visits	You have a MyDovetale account and your Care Team has scheduled you for a video visit (Example of appointment name: VIDEO: …).	Log into your MyDovetale account, navigate to the appropriate appointment, and select ‘Begin Video Visit’.
Ad-hoc Video Visits	Your Care Team has scheduled you for an Ad-hoc video visit (Example of appointment name: VIDEO: AD-HOC VIDEO …).	At the time of the appointment, the clinician will send the video link in real-time. Open your personal email account, navigate to the email received from your Care Team with the video link, and select ‘Click here to launch your secure St. Joseph's Healthcare Hamilton video visit’. NOTE: Alternatively, you can receive the video link via text message.
OTN Video Visits	Your Care Team uses the Ontario Telemedicine Network (OTN) to conduct their video visits (Example of appointment name: OTN …).	Open the appointment email invitation, select ‘Start Visit’, and follow the prompts to enter your name and PIN (provided by your Care Team). For more information, contact your clinic directly.

Additional Information

In preparation for your virtual appointment, the following provisions should be made:

Ensure you have an appropriate device (i.e., capable of and compatible for the type of virtual appointment).
Ensure your device is plugged in or has enough battery power to last throughout the appointment.
Ensure you have stable internet connection or telephone service.
Prepare your space to have minimal sound disruptions, so that you can be heard and can hear your Care Team clearly (Tip: Use noise cancelling headphones).

Specifically, for telephone visits:

You may be given a range of times when the clinician will call you. Example: Although your appointment is scheduled at 1:00 PM, you may be told that the clinician will call you between 1:00 PM to 2:00 PM.
Ensure that the ringer volume of the telephone you plan to use during your appointment is not set to silent.

Specifically, for video visits:

Ensure your audio, video, and speaker are working appropriately on the device you intend to use during the appointment.
Prepare your space to have sufficient lighting, so that you can be seen and identified clearly.
If accessing the video link through MyDovetale, ensure you are able to login to your MyDovetale account and can locate your scheduled video appointment on your homepage or from the “Visits” tab.
Ensure you have downloaded the latest version of Zoom on the device being used during the visit (phone, tablet, or computer). Please determine whether updates to the app are required and if so, ensure this is completed prior to your video visit.
If using OTN, ensure you have the OTN link for launch at the scheduled time.

It is required that consent by the participant is obtained prior to:

Initiating communication via email or text; or
Initiating a video visit

It is required that acknowledgement of consent is documented in the patient’s chart by St. Joe’s staff. As the patient, if you are interested in participating in virtual care, prior to or at the start of your first virtual care visit, the clinician should ask for your verbal consent or written consent via secure message.

St. Joe’s has taken steps to protect the privacy and security of patient health information shared during virtual care visits, and we do not record these virtual care sessions. However, just like online shopping or email, virtual visits may still carry some inherent privacy and security risks that your health information may be intercepted or unintentionally disclosed. Technical difficulties such as internet connection quality may also impact the effectiveness of our communication. We want to make sure you understand this before we proceed. In order to improve privacy, you should also take steps to participate in this virtual care visit in a private setting and should not use an employer’s or someone else’s computer/device as they may be able to access your information. If you would like more information, please visit the MyDovetale page on St. Joe’s website. If it is determined you require a physical exam, you may still need to be assessed in person. You should also understand that virtual care is not a substitute for attending the Emergency Department if urgent care is needed.

St. Joe’s is committed to protecting the privacy and confidentiality of your information, and follow rules for how we collect, use and share your information set out in Ontario’s Personal Health Information Protection Act (PHIPA).

We have safeguards (e.g., security, passwords, and policies) in place to make sure your information stays private. Only people who need to see your personal health information are allowed to look at it.

To learn more, visit the St. Joe’s Privacy & Confidentiality webpage.

If you have questions or concerns regarding the privacy of your personal health information at St. Joe’s, you may contact our Privacy Office at privacy@stjoes.ca. If we cannot satisfactorily address your concerns, you may also contact the Information and Privacy Commissioner of Ontario.

Click the below options to access additional information or online forms

MyDovetale

Privacy & Access

Need Help?

If you require support, are experiencing issues, or have questions regarding Virtual Care, please contact your clinic directly or the MyDovetale & Virtual Care Support Team at mydovetale@stjoes.ca.

Frequently Asked Questions

Benefits of Virtual Care

How do I benefit from participating in Virtual Care?

St. Joe’s offers virtual care as it offers the following benefits:

Enables patients to access care where and when they need it, such as from home or work
Minimizes time spent travelling to and from visits
Provides better support for patients living with chronic disease
Reduces time taken away from work, caregiving, or other tasks
Saves money on travel and parking costs
Enables family members and/or caregivers to join the visits
Enhances the patient experience through ease of access to St. Joe’s providers through the patient portal, MyDovetale
Minimizes unnecessary visits to the Emergency Department through proactive just-in-time interventions

Accessing Virtual Care

Am I eligible for a virtual visit?

Contact your clinic directly to talk to a member of your Care Team to determine if you are eligible for a virtual visit.

What types of devices can I use for my video visit?

A computer/laptop, smartphone, or tablet with the latest version of Zoom downloaded is recommended for your video visit. If you are using MyDovetale to access the video link, it is also recommended that you have the latest version of the MyChart mobile app downloaded.

When using a smartphone or tablet, we recommend you use the MyChart and Zoom mobile apps, rather than an internet browser.

What to expect during a virtual visit?

There are similar aspects of a virtual visit that compare to an in-person visit, but there are some differences.

Things that are the same:

You can ask questions about health and needs
Family members and/or caregivers can join the visit with you, if confirmed with your provider first
Your provider can order bloodwork, diagnostic imaging, prescriptions, and any other procedures or medications, as needed
You will receive your test results and have an opportunity to discuss them with your provider
Your provider will take notes during and after your appointment to document in your medical record

Things that may be different:

For telephone visits:

You will not see your provider
You may be given a range of times when the clinician will call you (Example: Although your appointment is scheduled at 1:00 PM, you may be told that the clinician will call you between 1:00 PM to 2:00 PM)

For video visits:

You will be placed into a virtual waiting room when you join the appointment and your provider will admit you to the video call once they are ready to begin

How will my virtual visit be booked?

A member of your Care Team (administrative staff or clinician) will work with you to schedule your virtual care appointment accordingly.

What if my provider is late for my video visit?

Similar to an in-person visit, there may be instances where your provider is tied up or running behind schedule. Please remain patient and in the virtual waiting room until your provider connects. If it appears that your provider is exceptionally late to the video visit, please contact your clinic directly.

Can I decline to participate in virtual care if I change my mind?

You can decline or withdraw your consent for virtual care at any time by contacting your clinic directly.

If you have a MyDovetale account, you can also update your Communication Preferences directly from your account to be contacted by email and/or text message for various notification types.

Legal, Privacy, and Security

Is my private health information secure while participating in virtual care?

At the start of a virtual visit your provider may ask you questions to confirm your identity. Your Care Team may ask if you give permission for the visit to start the visit.

The video conferencing platform, Zoom, that St. Joe’s uses is used by many hospitals across Ontario. The service offered through Zoom has been reviewed by the St. Joe’s Privacy and Cyber Security teams. Phone calls and video calls are not recorded by Zoom or OTN.

St. Joe’s is not responsible for the security provided by patients’ email domains, internet service providers, and personal devices.

What can I do to ensure my privacy and security when participating in virtual care?

Use your own personal email address for virtual care. A work email address belongs to your employer and should not be used for virtual care purposes. Additionally, a shared email account with a family member runs the risk of personal health information with anyone who has access to that account.

Use a secure internet connection. Do not use a public internet connection (Example: Internet connection at an airport, internet café, public library, or other open area). Other people may be able to use the link to listen in on your appointment without your knowledge.

Ensure you are in a private area when participating in your virtual visit. If there are people nearby, they can listen in on your appointment without your knowledge.

Technical Questions

I can’t hear anything or see myself on the video visit. What should I do?

Ensure your device volume is turned up.

Ensure you have allowed Zoom to access your Microphone and Video.

Ensure your microphone and video are enabled on your mobile device.

For Computer/Laptop: Check your Camera, Microphone, and Speaker settings.
For iPhone: Go to 'Settings' > 'Zoom' > switch the microphone and camera toggles to 'On'.
For Android: Go to 'Settings' > 'Apps & notifications' > 'App permissions' > 'Microphone' and switch on the toggle for Zoom.

I clicked the video link, but nothing is happening. What should I do?

From your mobile device, ensure your pop-up blocker is turned off.

For iPhone: Go to 'Settings' > 'Safari' > turn off toggle for 'Block Pop-ups'.

For Android: Go to 'Chrome' > tap the 3 dots in the top right corner > tap 'Settings' > 'Site Settings' > 'Pop-Ups' > Switch toggle off to say "Allowed'.

I see a “Waiting for Host” message on the screen. What should I do?

When you join your video visit, you will be placed into a virtual waiting room. Once your provider has joined and is ready to begin, they will admit you to the video call.

I see an error message when launching Zoom. What should I do?

Ensure your device is compatible with the Zoom software. Refer to the System Requirements for Zoom.

I can’t resolve my technical problems during my video visit. What should I do?

In advance of your visit, we ask that you test your connection and set-up, however, we recognize that there may be times where technical issues still occur. If you are having technical issues, there are a few basic steps you can take to see if you can fix the issue.

If you continue to have problems, or if you get disconnected during your video visit, contact your clinic directly. If issues persist, your provider may reschedule for another time.

For further technical support, please contact the MyDovetale & Virtual Care Support Team at mydovetale@stjoes.ca.